MetLife
Location
Noida | India
Job description
Job Description - Unit Manager - FMLA
Process Description
Handle and administer Family & Medical Leave Act standalone (as well as other leave) claims and
adhere to federal and state regulatory and/or company plan requirements and established FMLA
workflow procedures
Type of activities
. Work allocation
. Processing
. Reporting
. Meeting SLA including Performance guarantees
. Staffing Management
. Maintain regulatory compliance
. Customer interactions
Basic Function
1. Update & maintain day to day Workforce Management while ensuring decisional timeliness
standards are met within the regulations
2. Preparing, Reporting & Analyzing the scorecards of performance
3. Rules based Decision Making
4. Customer Relationship Management
5. Identify possible alternative solutions and select the most appropriate ones
6. Extracting data from various sheet and preparing custom defined reports
Performance parameters
. Process performance - as per agreed Key Process Indicators
. Employee retention - as per agreed Key Process Indicators
. Quality and productivity Improvement - as per agreed Key Process Indicators
. Customer Satisfaction - as per agreed Key Process Indicators
. Level of subject matter expertise - as required to manage operations in a smooth & effective
manner.
Any other essential function that may occur from time to time as directed by the Supervisor
Role/Responsibility
. Manage teams and ensure SLAs are met including demand and capacity management
. Review/generate reports to monitor performance
. Monitor transactions on an ongoing basis and take corrective steps where necessary or make
incremental improvements
. Provide coaching and feedback to team members to enable them to improve their performance
. Assist new hires such that they are productive on the floor in the shortest possible time frame
. Handle customer, employee and internal partner escalations
. Provide inputs on process and system to the team members
. Client Interaction, where required at the level of supervisors including timely response to DCA
(Disability Customer Advocate) inquiries
. Ensure compliance with internal policies and procedures, external regulations and information
security standards
. Firm understanding of the FML policies and procedures and can articulate processes in customer
interactions
. Ensure that all agents in their process know their goals and how they are linked to the
Organization's quality policy
. Motivate team members, anticipate staffing needs, acquire talent for the future, develops talent
(Identify High potential resources) and manage attrition
. Provide coaching and feedback to team members to enable them to improve their performance to
raise individual and organizational capabilities
. Effectively manage research/resolution/follow-ups for closure of open items
. Build relationship with Onshore Management to ensure a 'one-team approach'.
Competencies & Skills
. Knowledge of the function, process and systems
. Ability to be an effective coach & deliver meaningful feedback
. Clear written and verbal communication
. Excellent problem solving skills
. Strong Analytical skills
. Strong Customer Service/ Soft Skills
. Conflict resolution skills
. Strong performance management skills.
. Good written and verbal communication, proficiency in English language
. Interpersonal communication and influencing skills
. Prioritization and time management skills
. Exhibit use of sound business judgment
. Self Motivated
. Good knowledge of business systems
. Excellent knowledge of MS Office & Excel in Particular
. Product knowledge
. Works independently but seeks assistance/direction as needed
. Should have skills to analyze & understand the data and provide inputs on variances and others as
required (Product Knowledge)
Values & Behavior
. Customer Service Orientation
. Quality Orientation
. Empathy for effective on the job coaching and feedback
. Works with a sense of urgency
Primary Internal Interactions
. Associates for monitoring performance, escalation handling, clarifying concerns and providing feedback
and support
. Manager / SDL / Director for the purpose of settling issues left unresolved by self and monthly evaluation
of performance
. Other Managers for the purpose of seeking cooperation and best practice sharing
. Subject Matter Expert for the purpose of work thread related issues and escalated transactions
. Trainers for the purpose of Pre-process and Process training'
. Disability Customer Advocate, Disability Consultant and account management team including CSC, CSD,
AE
. Plan Master and other support teams
Primary External Interactions
. SME / Trainers at the client end for training
. Internal & External Customers of the business
. Client's across various lines of businesses
. Quality Audit team
. Account Management team including DC and CSC
Education Requirements
. Bachelor's degree (in any stream) or diploma with a minimum of 15 years of education
Work Experience Requirements
Minimum 8 years of experience in Business Process Off-shoring, Financial Institutions, Insurance industry.
Minimum 3 years supervisory experience preferred
Job tags
Salary
